Neovision Durbanville: Unacceptable Delay in Refund & Poor Administration Handling

I would like to share my experience with Neovision Optometrists – Durbanville, which has been disappointing from an administrative perspective. I booked an appointment for 11 December 2025. Prior to my appointment, I visited the practice in person so that the receptionist, Bernie, who is very pleasant and helpful, could verify my optical benefits with Discovery Medical Aid. Bernie confirmed available funds for my consultation fee. On the day of my appointment, after my consultation with Karen (the Optometrist), I proceeded to payment. At this point, the Admin Manager, Ansulize, instructed Bernie to charge me for the consultation, despite the benefits having already been verified a few days earlier. I was then charged approximately R698 for the consultation, plus the additional costs for my multifocal lenses. A few days later, once the claim was submitted, I contacted Bernie again after Discovery confirmed that the consultation fee had indeed been paid. Bernie checked internally and advised that I would need to provide my banking details for a refund, which I promptly did. On Friday, 02 January 2026, I stopped by the practice (on my to Woolies) to wish Bernie compliments of the season and also mentioned to her that the refund was still outstanding. Bernie contacted me later that afternoon and confirmed that Ansulize would process the EFT that same day. To date being the 05th Jan-26, no refund has reflected in my account. This issue is not about the money, but rather the principle. If a refund is legitimately owed to a client, it should not take weeks to be processed, nor should the client have to follow up repeatedly. I find this handling unacceptable and unprofessional. I am unsure whether other clients have experienced similar treatment, but this reflects poorly on Durbanville Neovision’s administrative standards and client care.